Contact Center Manager

Contact Center Manager Full Time MG Call Center, Longview, WA, US Requisition ID: 2119 Salary Range: $38.15 To $57.23 Hourly Position purpose: This position is responsible for the daily management of the Contact Center, ensuring quality service levels, production goals, and member experience standards are met across all service channels. This includes oversight of voice, secure messaging, chat, video chat, digital account servicing, and remote lending interactions. The manager is responsible for the people, processes, and technology supporting member engagement across these channels, and for developing and executing tactical plans that support the credit union’s production goals, digital strategy, and strategic initiatives. Essential Job Functions Staff Management - Provides training, coaching, and mentoring for staff to facilitate their professional development. Interviews, hires, trains, promotes staff through the Contact Center Progression. Ensures staffing is adequate to meet service level standards by scheduling accordingly. Ensures staffing models align with service channel demand and recommends structural adjustments based on volume trends. Production - Create and implement department goals in alignment with Credit Union goals. Schedule monthly sales coaching meetings with staff and provide progress reports. Seek opportunities to maximize member experience, digital adoption, and sales outcomes across all service channels. System/Vendor Management - Manage and maintain the daily operation of omnichannel platforms including telephony, chat, secure messaging, video, digital engagement tools, and WFM systems. Maintain awareness of vendor roadmaps and align platform capabilities with credit union strategy. Partner with IT to work on process and internal Contact Center policy or workflow improvements. Reports - Provides production, productivity, interaction volume, SLA, adherence, ITM session reviews, shrinkage, and quality service reporting to the VP of Digital & Contact Center and the Chief Experience Officer. Operational & Lending Services - Oversees delivery of retail banking and lending services through remote channels, including digital account opening and servicing, ITM/virtual teller transactions, omnichannel interactions, consumer loan origination via digital applications and phone, IRA and fiduciary transactions. Other Critical Job & Management Duties Technical Promote extraordinary service – models exemplary member service for staff. Manage Costs – prepares Contact Center’s annual operating and personnel budget. Secure facility and safety – opens/closes the facility as needed in cooperation with Facilities/Security Manager. Vendor Management – maintain relationships and monitor SLAs. Business Continuity – ensure a continuity and resumption plan is in place and tested. Management Products and Services – maintain up-to-date knowledge of all products and services and provide information to staff. Performance Management – observe staff, handle disciplinary action documentation, and conduct evaluations. Training – evaluate needs and ensure staff are adequately trained. Staff Relations – maintain a cooperative and teamwork environment. Quality – accountable for the quality of work within the Contact Center. Scheduling – coordinate agent schedules. General Oversight – maintain cleanliness and security of the work area. Workflow Management – manage workflow daily and develop reporting systems. Professional Image – provide consistent quality service and project a positive image. Office Hours – keep consistent office hours and may work additional hours as required. Staff Meetings – hold regular staff meetings to review performance and new processes. Senior Management Communication – maintain ongoing communication with VP regarding activities. Compliance Policy & Procedures – observe procedures outlined in manuals. Compliance Assurance – ensure employee adherence to internal controls and applicable regulations. Cooperation with Examiners – work with examiners/auditors to provide necessary information. Digital and Omnichannel Strategy Execution Supports and executes the credit union’s digital and contact center strategy, expanding secure messaging, chat, video banking, and remote lending. Basic Requirements Bondable, service & sales oriented, motivated to cross‑sell/communicate services. Strong public relations skills and oral & written communication/presentation skills. Dedicated to achieving Connections goals set by management. Excellent people skills, highly motivated, well organized, and a good communicator. Professional appearance and demeanor; punctual, dependable, cooperative. Computer proficiency – keyboard, calculator, personal computer, and general office equipment. Decision‑making skills and ability to set priorities, organize, delegate, and supervise. Ability to handle urgencies and complexities, and maintain positive relationships. Knowledge of interest calculations, business math, research, and analytical skills. Minimum Qualifications Education – bachelor’s degree in business, finance, economics or related field or equivalent job experience. Experience – five or more years managing a financial institution contact center. Professional knowledge – knowledge of new account practices and other applicable financial services operations. Competencies – demonstrable knowledge of regulatory requirements applicable to deposit and investment accounts and superior knowledge of IRA. Additional – IRA certification a plus. Job Relationships Reports directly to the VP of Digital & Contact Center. Supervises all Contact Center employees and has day‑to‑day contact with employees, management team members, board members, members, suppliers, etc. Physical Demands Office mobility required; approximately 20% standing, 70% sitting, 10% walking; occasional light lifting up to 30 pounds. Additional Responsibilities Use of senses – continuous talking and hearing; continuous viewing of a PC; clarity of vision at 20 inches. Mental – organization, planning and analytical effort; attention to detail; empathy, initiative and creativity. Environmental – exposure to computers and electronic equipment; facility 100% tobacco‑free. Equipment – telephone, personal computer, calculator, and office security systems. Benefits Employee Assistance Program Life Insurance 401(k) with employer match Wellness Program Flexible Spending Account PTO leavePaid Jury Duty Leave Tuition Reimbursement for full‑time employees #J-18808-Ljbffr